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Deconstructing delight
- 1. Deconstructing Delight Pleasure, Flow, & Meaning
- 2. Marketing QA tester Call center UX designer Development Product manager
- 7. EN OK C E BR IEN XPER E
- 8. Usable = = no Delightful yes Capital One
- 9. Delight Flow Meaning Pleasure
- 10. USAToday weather
- 11. Swackett.com
- 12. Swackett.com
- 15. Anniversary of the Eiffel Tower
- 18. Pleasure • Shows consideration • Anticipates users’ needs • Responsive to context • Users feel it • Much can come through visual design
- 19. Sharing Aware of user Treats Bits of thoughtfulness
- 20. Extra goodness TripIt.com Anticipates needs
- 21. Virgin America
- 24. If I were to take care of this customer, how would I do it?
- 25. Evidence of Pleasure ✤ Smiling ✤ Exclamations, “Nice!” or “Got it!” ✤ Behaving with infatuation
- 26. Cautions of Pleasure Habituation decrease in response after repeated exposure Distraction dividing attention Disruption interrupting the user’s activity Don’t force it
- 27. Pleasure Anticipates needs and wants Produces positive affect Uses visual design and voice
- 28. word processor
- 29. ...sit down and start making the clackity noise. If I make the clackity noise long enough every day, the “writing” seems to take care of itself. -- Merlin Mann
- 30. Ommwriter
- 32. Flow • Immersive • Empowering • Behavioral, automatic • Plays on mastery and control
- 33. Flow • Subtle motivation cues • Psychological cues • Language (or lack of) • Social cues • Reinforcement
- 35. Tags feed curiosity Related Question questions support serendipity Answers Outlets demonstrate knowledge People
- 36. 36 Quora.com Smooth, frictionless Supports serendipity Tangents are useful, meaningful Feeds curiosity Users demonstrate knowledge
- 37. Heft. Handling. Fit for purpose.
- 38. Flow by design ✤ Affordances and feedback are clear, obvious, invisible ✤ IA matches users’ mental models ✤ Perception of responsiveness ✤ Clutter is minimized ✤ Appropriate for context ✤ Benefit to user is clear
- 39. Evidence of Flow ✤ Gratification ✤ Feeling productive ✤ Focused concentration ✤ Energized ✤ Empowered ✤ Stop talking ✤ Key strengths tapped
- 40. Cautions of Flow Could translate as either engagement or frustration Analytics data won’t reveal this User control is key Tangents must be useful acts of autonomy
- 41. Assessing flow When you are using it, do you feel a greater awareness? How much does it increase your ability to accomplish new things? How much does it expand your own capabilities? How much do you feel you have a larger perspective because of using it?
- 43. Zipcar.com less waste saving money good for Earth
- 46. 46 Zipcar.com
- 48. Meaning • Flourish through purpose • Connectedness • Making a difference • Belonging • Virtuousness
- 49. Meaning • Plan the emotional effects • Plan the behavioral effects • Clarity, simplicity, funneling, modeling
- 51. Culture of generosity After: Shorts Before: Gauchos
- 52. 52 Kiva.org
- 53. Authenticity Effort confirmed Values supported
- 54. Meaning by design ✤ Effort is encouraged and confirmed ✤ Involvement subtly rewarded through support and values ✤ Site and interactions feel secure and safe ✤ Branding is authentic, built in to business model
- 55. Evidence of Meaning ✤ Connected, yet selfless ✤ Virtuous and altruistic ✤ Compassion and empathy ✤ Expansiveness, openness ✤ Devoted, engaged
- 56. Cautions in meaning Not just a tagline: must be authentic Must come from the business model, out Can’t be layered on
- 58. Meaning design with purpose, from mission to fulfillment, not just touch points, but through culture
- 59. Meaning Must be genuine, from the mission, out Purpose comes through on all channels Results in belonging, generosity
- 60. Delight Pleasure Flow Meaning
- 61. Where does your design fit into a beautiful day?
- 62. Where to learn more about the psychology of happiness TED Talks: The psychology of happiness - Martin Seligman TED Talks: Play is more than fun - Stuart Brown TED Talks : Happy design - Stefan Sagmeister Flow: The Psychology of Optimal Experience, by Mihaly Csikszentmihalyi Emotional Design: Why We Love (or Hate) Everyday Things, by Donald Norman Happiness: A History, by Darrin M. McMahon Enchantment, by Guy Kawasaki
- 63. Where to learn more about the psychology of happiness Anything written by all of these people: Aaron Walter Stephen Anderson Nathan Shedroff Bill Scott Jane McGonigal Clay Shirky
- 64. 64 Where to learn more Dana’s blog: http:// usabilitytestinghowto.blogspot.com/ Download templates, examples, and links to other resources from www.wiley.com/go/usabilitytesting